Refund & Exchange Policy.

1. Size Exchanges

• Exchanges are for a different size of the same piece. We do not accept returns for a refund.
• Raise the request within 48 hours of delivery and share clear photos of the piece with its tags.
• The piece must be unworn, unwashed and unaltered, in its original packaging with every tag attached.
• An exchange fee of ₹199 covers the reverse pickup and the delivery of the new size.
• Each order can be exchanged once. Orders paid with store credit are not eligible for exchange.
• Pieces bought at a marked-down sale price are not eligible for exchange. The 5% discount for paying online in full is not a sale and does not affect eligibility.
• The new size is dispatched once the original piece is picked up and approved. The full exchange usually takes 6 to 7 working days.
• If your size is not available when you raise the request, we cannot approve the exchange. If it sells out while the exchange is in progress, we will offer another piece or store credit valid for 30 days.

2. Refunds as Store Credit

Refunds are issued only as Sootrnaari store credit, never to the original payment method, and only when:

• the parcel is lost in transit, or
• the piece is damaged during shipping (a complete unboxing video is required).

Store credit is not issued for size issues, a wrongly selected size or a change of mind.

• Issued: within 24 hours of the returned parcel reaching our studio.
• Delivered: as a digital gift card by email or SMS.
• Valid: for 30 days from the date of issue, on sootrnaari.in only.
• Value: the price you paid for the returned pieces. Shipping charges are non-refundable.

3. Damaged, Defective or Wrong Pieces

Tell us within 48 hours of delivery. A complete unboxing video is mandatory and must clearly show:

• the sealed parcel before it is opened,
• the full unboxing, without cuts, and
• the piece and the damage or issue.

Once verified, we arrange a replacement or store credit. Claims without a proper unboxing video cannot be accepted, and pieces sent back used, washed, damaged or without tags will not be accepted. Slight colour differences from the photographs are part of natural fabrics and are not defects.

4. Pickups and Self-Shipping

• Reverse pickup: available for most PIN codes across India.
• Self-ship: if your PIN code is not serviceable for pickup, send the piece to our studio yourself. We waive the ₹199 exchange fee and add ₹150 store credit towards your shipping once the piece passes our quality check. Your own shipping cost is not refunded.
• Quality check: pieces that fail the check are sent back to you at your cost.

5. Cancellations

Orders can be cancelled only before they are shipped. Once dispatched, the exchange policy above applies.

6. Shipping and Delivery

• Dispatch: within 48 hours of your order (excluding Sundays and public holidays).
• Delivery: 4 to 5 days across India.
• Complimentary shipping: on orders above ₹1,999.
• Tracking: a tracking link is sent by WhatsApp and SMS as soon as your parcel leaves our studio.
• Delays caused by courier partners, weather or other events outside our control may extend these timelines; we will keep you updated.

7. How to Raise a Request

1. WhatsApp +91 80761 50159 or email support@sootrnaari.in with your order ID, the size you need, and photos of the piece with its tags.
2. We confirm eligibility and book the reverse pickup.
3. Once the piece reaches us and passes the quality check, we dispatch your new size or issue your store credit.

Client care is available Monday to Saturday, 10:30 AM to 6:30 PM. Please check the size guide before ordering, as repeated exchanges are not possible. Sootrnaari makes the final decision on all exchange and refund requests.